You will only be offered one shipping option for your order. We use two couriers, TNT/FedEx and Australia Post. Depending on the size, weight and volume of your order, you will be offered the corresponding service.
TNT/FedEx - Technology Sensitive express
Australia Post - Parcel Post & Express Post
After adding your product to the cart and proceeding to the checkout, you will be prompted to enter your delivery address. From here we use a service that delivers live rates from couriers to provide a price based on order size, weight, volume and your shipping location. Heatlie BBQs has no control over these prices.
Your order may be subject to further fees such as a redelivery fee of $25 if the initial delivery attempt by the courier is unsuccessful.
Order Lead Times
BBQ manufacturing can take several days or weeks to complete. We can not make any promises as to delivery times and lead times. You will receive tracking information once your order has left our premises.
Most orders containing only spare parts/accessories will usually leave us within 1-3 days. This still cannot be guaranteed.
Heatlie BBQs carries insurance for all goods freighted. Once goods are set down at designated drop off point, they are no longer insured by Heatlie BBQs. Therefore, the customer needs to give clear instructions on where goods are to be delivered. Heatlie BBQs is not responsible for any goods lost, stolen or damaged after they have been signed over to the customer, their designated person or dropped at a stop instructed by the customer, (except in the event of damage which has occurred whilst being freighted as outlined below).
If no person is available to sign or no instructions have been left for the drop off of goods, then the goods may be taken back to the nearest depot and cost to retrieve goods will be the responsibility of the customer. Heatlie BBQs packages all goods appropriately to avoid and or minimize any damage being sustained during freight. Unfortunately, damage can occur which is beyond our control. It is the customer's responsibility to look over the goods when signing for delivery and making a note on the delivery cart note of any damage they perceive.
In the event that no damage was perceived, and the customer has acknowledged that the goods have been delivered in good order and condition. It is the customer's responsibility to unwrap and inspect goods within the first 48 hours of taking delivery. If damage is evident, the customer must notify Heatlie BBQs within this set time, in writing, outlining all damage sustained, accompanied by photographic evidence to this effect.
Heatlie BBQs require the goods to be repacked by the customer to an adequate standard for freight. In most cases, Heatlie BBQS will have damaged goods refreighted back to our factory, where goods will be inspected. In cases where claim of damage is proven - replacement of same will be sent back to customer. All goods must be returned in same condition as sent, except for damage sustained in freight. Claims of damage are limited to damage to goods only.
Heatlie BBQs does not cover any consequential loss or damage suffered by the customer as a result of the damage of goods.
It is the customer's responsibility to check over their goods within 48 hours of receiving them to ensure that the item/items are exactly what was ordered. Faulty items need to be sent back to Heatlie BBQs.
Heatlie BBQs require the goods to be repacked by the customer to an adequate standard for freight. In most cases, Heatlie BBQs will have goods refreighted back to our factory, where goods will be inspected. All goods must be returned in same condition as sent. Heatlie BBQs will view and determine if item is faulty or not what was ordered. If the item is deemed to be in good working order, not damaged and represents what was ordered then the cost of freight will be at the customer's expense.
Change of mind and not liking what was ordered from the website is not deemed as sufficient for return or refund. If Heatlie BBQs is notified within 48 hours of customer receiving goods and an item is deemed to be either faulty or not what was ordered, then Heatlie BBQs will make all reasonable efforts to correct the situation.
INSPECT YOUR DELIVERY FOR DAMAGE
Your package should arrive securely wrapped. If this is not the case please take a photo and contact us immediately.
INSPECT YOUR ORDER
Verify: What you have received is what you have ordered.
MAKE SURE THIS IS NOT THROWN OUT IN THE PACKAGING.
Inspect: All items for defects or damage.
If defects or damage has occurred:
Notify firstname.lastname@example.org within 48 hours of delivery being made to ensure we are able to act promptly. Include detailed photos, details of what has occurred and the sales invoice/order number.
WE WILL NOT ACCEPT any claims for damaged goods after 10 days from receipt of goods. Goods must be installed and used within 8 weeks of receipt.
Finally, enjoy using your new BBQ!
Returns & Refunds
Heatlie has a 60-day return policy and all returns, cancellations and exchanges will incur a 20% restocking fee and a delivery fee from the place of pick up to the Heatlie factory. Alternatively, you may wish to organize your own transport at your own cost, to return the goods. Any refunds will only be given once the goods have been returned, inspected and are deemed to have...
1. Not been used
2. In new condition without any scratches, dents or marks that may occur through transport and use that will require that product to be refurbished in any way, for re-sale. This includes packaging.
Proof of purchase is always required and this includes a corresponding Serial Number.
Heatlie does not accept change of mind returns, nor will we refund if you have found the same product cheaper elsewhere.
Heatlie BBQs warrants its products to be free of original manufacturing defects in material and workmanship, for a period of ten years from the date of purchase for domestic use and one year for commercial use. Any claim must be made within this time, dating from the date of purchase.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This warranty is subject to the following conditions:
- The warranty applies to the original owner, so long as the original date of purchase can be verified or Warranty Card has been completed and returned to Heatlie Engineering.
- The owner has the responsibility of adequately packaging the product and transporting it under insurance to place of purchase, Heatlie Authorised Service Centre, or to Heatlie Engineering, at the owner’scost.
- Warranty service must be performed by a Heatlie Authorised Service Centre or by Heatlie Engineering.
- Installation must conform to the applicable Gas and Building standards laid down by the country or state, and according to the Heatlie product instructions.
- This warranty policy does not cover any problem associated with rust.
- This warranty policy does not cover buckling or warping of the hotplate.
- Lack of maintenance, abuse, misuse, neglect, accident or improper installation of the appliance will not be covered.
- Corrosion or damage caused by exposure to the elements, insects, weather or hail will not be covered under this warranty.NOTE: All barbecues must be covered by a weatherproof cover when not in use.
- Any evidence that the product has been modified or serviced by an unauthorised person will voidthe warranty.
- Heatlie Authorised Service Centres or their representatives may provide on-site warranty service.
No other costs shall be covered by warranty other than the costs of parts and labour.
In the event that warranty service is required, contact a Heatlie Authorised Service Centre or the retailer from whom the product was purchased.
No other warranties, either expressed or implied, whether by distributor, retailer or employees of Heatlie, will be recognized or honoured by Heatlie. This limited warranty sets forth the sole remedy of the owner. The total liability of Heatlie Engineering is limited to the purchase of the product.
Heatlie are continually updating and improving their products. Therefore details and specifications are subject to change.